This article describes how calls are routed to agents in your Inbound Ring Groups. To learn how to set up a Ring Group, visit this help article Setting Up Your Ring Group.
Why would I choose a Ring Group over a Queue?
Ring Groups are suitable for low volume inbound call operations and small teams where Ring Order is imperative.
If your concurrent inbound call volume exceeds 30% of your available agents, Kixie highly recommends using a Call Queue. To learn more about Call Queues, visit this help article How Inbound Call Queues Work.
How are Agents selected in a Ring Group?
When an inbound call to a Ring Group occurs, agents in that group receive that call in one of three ways:
- Simultaneously - Every agent in the Ring Group receives the call at the same time all at once; any agent who answers first will handle the call
- Linear - The call rings each agent, one-by-one, in the order setup when the Ring Group was created. Once each agent is dialed, the call will follow the "No Answer Action" determined by the Ring Group settings
- e.g. Agents A, B, and C are in a Ring Group. Every call to the Ring Group will always ring Agent A, then B, then C.
- Linear Round Robin - The call rings each agent, one-by-one, starting with the next agent in the Ring Group list, as determined by the previous incoming call
- e.g. Agents A, B, and C are in a Ring Group. Call 1 rings Agent A, then B, then C; Call 2 rings Agent B, then C, then A; Call 3 rings Agent C, then A, then B; and so on.
What happens if there are more calls than agents available?
- Incoming Calls exceeding the number of available agents will go directly to the No Answer Action set for the Ring Group.
How long will a call wait in the Ring Group?
- A call that is routed to a Ring Group will try to reach available agent in that Group. However, if no agent is available, the call will be redirected to the No Answer Action set for the Ring Group.
- If you expect long hold times, a Call Queue may be a better solution for you.
What happens if an Agent Misses a call in the Ring Group?
- If an agent misses a call in a Ring Group, the call will flow to the next prescribed agent.
- The agent that missed the call will continue to receive calls even though they are not answering them. To avoid this, Call Queues can be utilized with more advanced features to prevent future missed calls.
How fast are Ring Groups?
- Calls are routed to Ring Groups immediately; however, if two calls come in to a Simultaneous Ring Group concurrently, the first call will supersede the second because all agents will already be getting rung.
How is an available agent selected?
- An available agent is any agent that
- is NOT on DND
- is NOT on a call or receiving a call
- is LOGGED IN to Kixie